Do you have the drive to shape positive customer experiences? Are you ready to play a pivotal role in developing future talent and deliver real impact every day? It starts here. With Bendigo Bank… and you. Position Description: PD - Team Leader (13.03.25) (4).pdf Closing Date: EOD on 19th September 2025 As a Team Leader in our Customer Contact, you’ll play a pivotal role in leading a passionate team to deliver exceptional service across phone and web messaging and your leadership will directly contribute to our commitment to making banking easier for our customers. Leverage digital tools and platforms to enhance efficiency and customer experience. You’ll create a high performing, collaborative culture where people feel supported, empowered and recognised. You’ll help manage daily operations, handle escalations and ensure every interaction is a positive one, deepening our customer relationships. Role model BEN’s values, upholding risk, compliance, and quality standards. Develop team members' skills in navigating digital platforms and utilising self-service channels Key responsibilities: Lead and develop your team to deliver exceptional customer service levels and meet performance targets across mutable contact channels. Equipping new onboards with the knowledge, skills and confidence to succeed while supporting a high-performance culture. Coach and support the team through regular feedback conversations, development planning and fostering a culture of accountability and continuous improvement. Manage daily operations and escalation to ensure efficient workflows, compliance with policies and exceptional customer outcomes. We would like this person to be hands on and work 100% onsite at our Ipswich Customer Contact Centre for the first 6 months (probation period) After the probation period they can move to a hybrid model of minimum 60% (3 days a week) on site attendance based. This is a Permanent, Full-time opportunity, consisting of 76 hours per f/n. To succeed in this role, we’d love you to have: Proven experience leading, developing and mentoring customer service or sales teams/individuals. A passion for delivering exceptional customer experiences. The ability to read and act on team reports and make data driven decisions to steer coaching needs across your team to evidence positive change Confidence managing daily operations, escalations and team workflows in a fast-paced environment. Excellent communication skills and the ability to build trust and rapport quickly. Managing performance and productivity to achieve set Business Objectives A continuous improvement mindset with a focus on efficiency. Strong knowledge of risk, compliance and quality standards. Knowledge of BOOST and the BOOST methodology is desirable We’re making better, bigger. And we’ll get there with you. Could you be our newest Team Leader? Now’ s the time to set your sights even higher – on the future you and the future career you deserve. So, why work for us? With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at! We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process. Our perks and benefits: Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that! We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you. So, what are you waiting for? Come and join the better big bank! Still in two minds? Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box, we still want to see your application!